Investment case
Key performance indicators
Our key performance indicators (KPIs), reported on every year, are listed below and are also available in our Annual Report and Accounts.
| KPI | 2021 | 2020 | 2019 |
|---|---|---|---|
| Customers and communities | |||
| Customer satisfaction 8-week score ‘Would you recommend?’ |
92% | 92% | 89% |
| Customer satisfaction 9-month score ‘Would you recommend?’ |
79% | 78% | 77% |
| Build quality | |||
| Construction Quality Review (average score / 6) |
4.67 | 4.45 | 4.13 |
| Average reportable items per inspection |
0.26 | 0.24 | 0.28 |
| Optimising our strong landbank | |||
| Strategically sourced completions |
50% | 55% | 56% |
| Land cost as % of average selling price on approvals |
16.1% | 18.3% | 16.2% |
| Landbank years | c.61 | c.8.1 | c.4.8 |
| Employer of choice in our industry | |||
| Voluntary employee turnover | 19.0% | 9.4% | 12.9% |
| Number recruited into early talent programmes |
105 | 47 | 116 |
|
Directly employed key trades people including trade apprentices |
743 | 1,038 | 1,169 |
| Health and Safety Annual Injury Incidence Rate (per 100,000 employees and contractors) |
214 | 151 | 156 |
| Best in class efficient engine room | |||
| Net private sales rate |
0.91 | 0.76 | 0.96 |
| Private legal completions per outlet |
51.0 | 31.5 | 48.2 |
| Order book volume |
10,009 | 10,685 | 9,725 |
| Order book value | £2550m | £2,684m | £2,176m |
